JaLon Ward
Summary
Ambitious, energetic, self-motivated individual with the credentials to be a contributing member of employment. My previous work history has given me the ability to become a team member who is devoted to helping the growth within my role of a company. Methodical professional in quality control, known for high productivity and efficient task completion. Skilled in statistical analysis, process improvement strategies, and regulatory compliance. Excel at problem-solving, critical thinking, and effective communication to ensure quality standards are met and exceeded. Solution-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration. I will be looking foward to working with you soon!
Overview
5
5
years of professional experience
Work History
Quality Control Technician
Pepsico, Inc. Frito Lay
12.2022 - 11.2024
- Received and inspected raw materials.
- Collaborated with production personnel concerning any changes made during the manufacturing process which could affect product quality or reliability.
- Maintained accurate records on product inspection results and reported findings to management team.
- Conducted frequent quality and compliance reviews of production work.
- Provided feedback on existing processes in order to develop more efficient methods of performing tasks while still meeting required quality standards.
- Generated reports detailing inspection results for internal tracking purposes as well as external reporting requirements.
- Produced thorough reports detailing findings and proposed recommendations.
- Analyzed issues and recommended corrective actions to improve final results.
- Calibrated, validated or maintained laboratory equipment.
- Worked with cross-functional teams to achieve goals.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Conducted testing of software and systems to ensure quality and reliability.
Technical Support Representative
Nielsen
Irving, TX
11.2019 - 12.2022
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Troubleshot customer inquiries related to software and hardware issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Managed the configuration and setup of customer accounts and systems.
- Updated customer information and account status in the database following each interaction.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained positive working relationship with fellow staff and management.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Provided training and guidance to junior staff members as needed.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Used remote login tools to assist clients with technical and product questions.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Assisted customers with installation of new hardware and software applications.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Provided technical assistance to customers through phone, email and chat support.
Customer Service Representative
AutoZone
08.2021 - 11.2021
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered inbound calls, chats and emails to facilitate customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Supported sales team members to drive growth and development.
- Resolved customer complaints promptly and efficiently.
Education
Some College -
Alcorn State University
Lorman, MSSkills
- Forklift Operating
- Labeling
- Inventory
- Loading
- Unloading
- Communication
- Adaptability
- Problem Solving
- Product Knowledge
- Calibration standards
- Data interpretation
- Workplace safety
- Record preparation
- Quality management systems
- Quality control coordination
- Auditing techniques
- Line inspection
- Service support
- Desktop support
- Software diagnosis
- Call recordkeeping
- Videoconferencing
- Network diagnostics
- Access issue resolution
- Knowledge base management
- Security protocols
- Technical troubleshooting
- Product troubleshooting
- Active listening
- Wide-area networks
- Technical documents comprehension
- Data entry
- Technical issues analysis
- Call center operations
- Product knowledge
Timeline
Quality Control Technician
Pepsico, Inc. Frito Lay
12.2022 - 11.2024
Customer Service Representative
AutoZone
08.2021 - 11.2021
Technical Support Representative
Nielsen
11.2019 - 12.2022
Some College -
Alcorn State University
Similar Profiles
Theodis WashingtonTheodis Washington
Material Handler at PepsiCo Inc. Frito LayMaterial Handler at PepsiCo Inc. Frito Lay
Michael WoodardMichael Woodard
Sr District Sales Leader, Mix Format at PepsiCo Foods/Frito Lay North AmericaSr District Sales Leader, Mix Format at PepsiCo Foods/Frito Lay North America
Chris WernertChris Wernert
Service Operations Manager at PepsiCo/Frito LayService Operations Manager at PepsiCo/Frito Lay
NANCY BRYANTNANCY BRYANT
Quality Assurance Technician, Lead Quality Control Technician, Quality Control Inspector at Cp Medical, RiverpointQuality Assurance Technician, Lead Quality Control Technician, Quality Control Inspector at Cp Medical, Riverpoint
Tian NealTian Neal
Quality Control Technician/Automotive Technician at Royal Truck BodyQuality Control Technician/Automotive Technician at Royal Truck Body